Boat yards in the province will soon be better equipped to handle increasing demand for Nova Scotian vessels. The province has established boat building as a designated trade, which will provide a clear learning path for aspiring boat builders and training standards for the industry. “Nova Scotia’s boat builders are known throughout the world for building safe, seaworthy boats, and we want to attract more people to this thriving industry,” said Education Minister Jamie Muir. “As demand for Nova Scotia-built vessels increases, the boat-building industry needs more workers to fill orders. We’re responding with a customized apprenticeship program and by introducing provincewide standards for boat-building professionals.” Since 1998, sales in the Nova Scotia boat-building industry have increased from $50 million to $85 million. During this time, employment in the industry grew from 550 to 800 full-time, year-round positions, with an additional 250 positions available in support industries. In April, the Department of Education and the Nova Scotia Boatbuilders Association announced plans to begin using apprenticeship training materials from the New Zealand Boating Industry Training Organization. The materials are currently being customized for Nova Scotia boat yards. To date, there are 24 industry mentors signed on to implement the industry training plan in 12 boat yards across the province. “There is growing demand in the U.S. for fine pleasure boats based on proven Nova Scotia hull designs,” said Tim Edwards, executive director, Nova Scotia Boatbuilders Association. “This new market, along with the continued demand for safe, practical working boats for the fishery, means the need for skilled craftspeople in Nova Scotia’s boat-building industry is growing every day. Trade designation means we can introduce a specific training path for apprentices and provides us with a regulatory framework to ensure consistency in our industry.” After 15 years as a residential carpenter in Yarmouth, Fraser Challoner was one of 32 people to register for the Nova Scotia apprenticeship boat-building pilot program last September. Mr. Challoner works at Wedgeport Boats. “The pilot program was launched just as I was looking for new career options. It meant I didn’t have to put my life on hold to learn the trade,” said Mr. Challoner. “It was a big change to go from building houses to building lobster boats, because nothing is square and nothing is level. Building boats focuses more on angles and curves, and we work on the electrical and fibreglass components, which is new and interesting for me.” For a trade to become designated, industry must apply to the Provincial Apprenticeship Board, which reviews the request and invites public consultation before making a recommendation to government. Designated trades are regulated by the Nova Scotia Apprenticeship and Trades Qualifications Act and general regulations. Under this act, government works with industry to provide formal training and issue a certificate of qualification to apprentices who complete a training program. The Department of Education’s role in apprenticeship training and trade designation is part of the government’s Skills Nova Scotia initiative. That initiative is dedicated to building Nova Scotia’s skilled workforce by providing education and training opportunities. More information about Skills Nova Scotia and copies of the recent annual report and action plan are available on the website at http://skillsnovascotia.ednet.ns.ca .
See All in Contact Center & Customer Experience » What’s Trending in CX Today Blair Pleasant September 17, 2019 Organizations that truly care about customer service start with a understanding of what digital consumers really want. AmazonConnect-code.png It seems I was wrong. Kevin showed not one but five slides showing how axialHealthcare developers had built customizations for its deployment. At the end of the presentation, he said, “I am not a telephone person. I am a Python person. But I guess I am a telephone person now.”With this comment, it occurred to me that the journey that began with the digitization of voice in digital PBXs in the 1980s to a pure software model appears to be nearing completion.The Amazon Connect customer reflection reminded me of a comment from Twilio CEO Jeff Lawson at the company’s Signal customer and partner event in October. With its application platform — the underpinning of Flex — Twilio is developing a new way to create software, Lawson posited. Last week as I listened to Amazon Connect customers, in that first session and two others, I realized that Amazon Connect is more like Twilio Flex, a build-your-own contact center, than I had first imagined.Hearing them talk about their use of Amazon Connect made it clear that a large part of the appeal isn’t just about using a cloud contact center solution, but entree into a world where every AWS service released becomes a potential Amazon Connect capability. At Enterprise Connect 2018, Collin Davis, AWS GM for Alexa for Business, talked about and demonstrated how Amazon Lex works with Amazon Connect. In another re:Invent session, “Bring the Power of AI to Your Amazon Connect Contact Center,” Liberty Mutual and several other Amazon Connect customers talked about using Lex, as well as Amazon Transcribe and Amazon Comprehend — all services that turn spoken contact center calls into data that can feed into analytics engines, as shown in the slide below from Liberty Mutual, and ultimately become actionable. How to Plan a Smooth Contact Center Cloud Migration Elizabeth Magill September 24, 2019 A strategic migration plan must answer three important questions. software-devs.jpg Cisco Touts Webex Contact Center-Calling Integration Beth Schultz September 23, 2019 Company talks up other enhancements to cloud platform, as contact center partners make service news of their own. Why You Need to Care About CX of Connected Consumers Blair Pleasant September 30, 2019 Today, enterprises are distinguishing themselves with personal, robust customer experiences. But can it be too much? Amazon Web Services held its annual user and partner event, AWS re:Invent, last week in Las Vegas, and my purpose in attending was to get the latest and greatest information on Amazon Connect, the contact center solution AWS announced at Enterprise Connect 2017. I wasn’t disappointed. (For a look at Internet of Things news from the event, see “AWS Targets Easier IoT Deployments.”)I quickly discovered that the official industry analyst summit wasn’t the place to get the contact center information I craved. On day two, I set out to hop around the seven-casino event campus to attend breakout sessions dedicated to Amazon Connect.In the first session I attended, “Customizing Your Amazon Connect Contact Center,” axialHealthCare and Rackspace, each with custom customer relationship management (CRM) systems, described how they’ve used Amazon Connect to replace premises-based contact center solutions. For each, the reason for the change was clear: While the legacy systems could be made to work with custom CRMs, the time and cost required wasn’t justified on aged systems.I had my first a-ha! moment during that session. When it was his turn to present, Kevin Harvey, VP of engineering at axialHealthcare, showed a slide (below) — of code. It brought to mind a similar screen I saw last February during a pre-briefing on Twilio’s impending Flex contact center announcement. I remember telling Al Cook, GM of Twilio Flex, “contact center people don’t want to see code.” I may even have put my hands over my eyes and told Al to make it go away. AmazonConnect_AI.png Decoding Dialogflow: Enabling Voice Brent Kelly September 16, 2019 The seventh in a multi-article series focusing on building intelligent bots using Google Dialogflow and Contact Center AI In my briefings with Amazon Connect GM Pasquale DeMaio, I heard the message loud and clear: The Connect platform is designed to be open. So while AWS may offer specific services, if a customer wants to use different tools, Connect allows them to do so. The number of technology partners, especially workforce optimization companies, that I saw in the same Amazon Connect sessions I attended attests to the platform’s openness.In 2018, developers began taking center stage in key contact center deployments, using platforms from companies such as Amazon, Twilio, and Vonage Nexmo. At Enterprise Connect 2019, coming March 18 to 21 in Orlando, Fla., we’ll explore this topic in the session, “The New Role of the Developer in the Contact Center.” Join us to learn more about how to approach this new generation of contact center platform, as well as how to test and maintain applications built with it. We’ll get as technical as you’d like… though I might be tempted to cover my eyes.As a No Jitter reader, you can save $200 off the price of Enterprise Connect 2019 by entering the code NJPOSTS. Register now! 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